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3+ years experience as an Operations or Group manager directly leading and developing front-line managers
2+ years of experience in a customer service or shared services organization
Bachelor’s degree, advanced college education (Human Resources, Business Administration) or equivalent Amazon experience
Knowledge of Microsoft Package (especially Excel)
2+ years of experience in a customer service or shared services organization
Bachelor’s degree, advanced college education (Human Resources, Business Administration) or equivalent Amazon experience
Knowledge of Microsoft Package (especially Excel)
Job summary
Join Amazon’s HR team and help make a difference for all Amazonians! We are currently looking for an ERC Manager to join our team.
Do you have relentless desire to pursuit top-performance, eliminate waste, analyze systemic issues, identify root causes and implement creative process improvements and solutions? Are you and exceptional manager with proven leadership skills? Does the thought of leading and motivating a team of exceptionally driven, customer-obsessed associates, specialists and leads excite you? If so, we have the career you’re looking for!
The ERC Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals in a contact center environment, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.
Position Responsibilities
People Management:
Leads and develops a team of 12+ associates and/or 3+ team managers; responsible for the overall direction, performance management, coordination and evaluation of the teams. Manages and ensures high service delivery and execution
Achieves performance goals and objectives in line with the network wide vision and goals.
Communicates policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Manages the workflow of the team to maintain service levels and ensure equitable workloads among team managers.
Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; and effective conflict resolution.
Creates a safe, trusting environment for communication based on open dialogue; encourage team members to express views.
Identifies areas of opportunity of his/her team and develops clear and impact action plans to close gaps and build the needed capabilities in his reports.
Devote significant time recruiting and assessing candidates; participate frequently on hiring panels/loops, especially for associates and level 4 team managers.
Able to deliver impact 1:1 sessions with clear action items to drive performance and development.
Project Management and Communication:
Identifies customer impacting issues and implements solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives influencing site and country procedures with little or no guidance.
Assists in developing and implementing training programs to improve the quality and productivity of the teams.
Drives continuous improvement processes/initiatives to enhance the operational efficiency of the site. Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures. Executes business goals
Creates business cases and manages enhancements. Presents high quality data findings.
Identifies, creates and distributes standard communications when needed. Maintains departmental content in all channels. With Sr. management oversight, develops and implements communication plans
Responds to escalations, providing root cause analysis and recommendations. Develops remediation plan and drives to resolution with minimal guidance from Manager
Subject matter expert in contact center environment involving WF, BI, training, finance, among other support teams.
Owns the service experience. Monitors and identifies gaps on the customer and employee experience, finds and implements solutions. Able to prioritize in a complex, fast-paced environment and develop short, mid and long-term strategies to influence service experience.
Influence, drive or control business results such as performance targets, staffing, capacity planning, shrinkage, annualized attrition among other operational targets.
Perform ADHOC analysis on high impact operational issues, proactively implement corrective action plans.
Identifies, creates and implements standard work.
Subject Matter Expertise:
Acts as a Subject Matter Expert for customers, team and vendors
General understanding of Employee Services workload and priorities
Knows and interprets basic legal stipulations
Knows and works with outside sources to develop interpretations and solutions for complex issues
Performs audits of team’s work. Assists in developing and approving guidelines
Advocates for Employee Services
Skills Required:
Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Ability to work with virtual teams across multiple geographies to achieve service goals
Ability to make administrative and procedural decisions
Proven ability to manage reporting and analysis
Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
Ability to effectively and efficiently complete difficult goals or assignments
Can adapt well to changing circumstances, direction, and strategy
Strong interpersonal and communication skills
Proven skills in data manipulation and analysis
Proven 3+ years of experience managing front-line managers
PHR, GPHR, or SPHR certification
HR contact center manager experience
Experience with high volume HR operations supporting 2,000+ employees
Masters degree
Project management leadership skills
Ability to handle projects using the Project Management principles and methodology
Knowledge of Lean Six Sigma
Third Language proficiency is an added advantage
Strong attention to detail and organizational skills
Excellent verbal and written communication skills
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
The pay range for this position in Colorado is $85,000 – 149,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon’s internal or external careers site.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
